Modern plane, snug seats and unflappably nice flight attendants.
These are components many rankings take into account in figuring out the world’s best airlines.
But they overlook an important aspect, in accordance with the passenger rights firm AirHelp — how airlines deal with prospects when issues happen.
“We consider that an airline must be assessed not simply by how they deal with their passengers throughout enterprise as regular, but in addition by the consideration they present prospects when issues go wrong,” the report acknowledged.
To compile its annual “AirHelp Score,” the group evaluated 83 airlines primarily based on punctuality, buyer opinions, and how effectively they deal with prospects’ compensation claims.
Each issue was weighted equally in the scoring, mentioned Tomasz Pawliszyn, CEO at AirHelp.
The best and worst airlines of 2023
Based on knowledge from Jan. 1 to Sept. 30 2023, these are the airlines that topped the 2023 AirHelp Score:
1. Qatar Airways – 8.38
2. Eurowings – 8.27
3. LOT Polish Airlines – 8.11
4. Etihad Airways and All Nippon Airways – 8.09 (tie)
6. Austrian Airlines – 8.07
7. American Airlines – 7.97
8. China Airlines – 7.92
9. Wideroe – 7.89
10. United Airlines – 7.88
Qatar Airways has topped each “AirHelp Score” rating since 2015 — however one. In 2016, the Doha-based airline fell to No. 2, behind Singapore Airlines.
Thiago Prudencio | Sopa Images | Lightrocket | Getty Images
The 10 lowest-scoring airlines on AirHelp’s 2023 checklist are:
1. Tunisair – 4.12
2. British Airways – 5.03
3. Frontier Airlines and Pegasus Airlines – 5.18 (tie)
5. Czech Airlines – 5.20
6. Air Canada – 5.68
7. Spirit – 5.69
8. TAROM and Azores Airlines – 5.71 (tie)
10. Air Austral – 5.77
Qatar Airways has topped each “AirHelp Score” rating since 2015 — however one. In 2016, the Doha-based airline fell to No. 2, behind Singapore Airlines. In 2022, it tied for the No. 1. spot with Etihad Airways, Pawliszyn informed CNBC Travel.
The 2023 full checklist will be discovered at AirHelp’s website.
Best and worst airlines for passenger claims
The 5 airlines that scored the highest on compensation declare processing alone — which evaluates how airlines deal with claims (“Do they ignore or wrongfully reject claims?”) in addition to response and payout instances, are:
- China Airlines and Brussels Airlines – 8.2 (tie)
- United Airlines, SAS Scandinavian Airlines and airBaltic – 8.1 (tie)
Stranded passengers crowd an airline counter at Changshui International Airport in Kunming, China on Jan. 4, 2013.
Str | Afp | Getty Images
Those faring the worst by way of claims decision are:
- British Airways – 1
- Gulf Air – 1.4
- Czech Airlines, Aircalin and Vietnam Airlines – 1.7 (tie)
British Airways could have positioned final because of being understaffed, mentioned Pawliszyn.
“As one among the largest and hottest airlines, they in all probability deal with a big load of claims,” he mentioned.
In response to CNBC Travel’s request for remark, British Airways acknowledged: “We’re working onerous to enhance our response instances … We’ve recruited an additional 1,500 new colleagues to assist and launched new automated expertise to resolve simpler claims sooner, with the overwhelming majority of instances resolved inside seven weeks.
The airline added that greater than half of excellent instances relate to EU compensation claims which take time, because of checks that should be carried out.
Top airlines in different classes
Highest on-time scores: Eurowings and Oman Air
Highest buyer overview scores: All Nippon Airways, Garuda Indonesia and Emirates
Singapore Airlines, which tops most major airline rankings, got here in at No. 26 on the checklist, dragged down by a declare processing rating of 5.4. Another extremely regarded airline, Emirates, ranked No. 24 on the checklist for the identical cause.
Claims processing is ‘essential’
AirHelp informed CNBC it makes use of its personal knowledge to observe how properly airlines course of buyer claims for compensation.
The group “helps passengers declare compensation following delayed or cancelled flights underneath a number of worldwide air passenger rights laws together with EC 261 in Europe and ANAC 400 in Brazil,” he mentioned.
“Examples the place a passenger might be able to make a declare are flights on a European airline the place the passenger arrived over three hours late at their vacation spot, or a flight that was canceled by the airline lower than two weeks earlier than departure.”
He mentioned claims processing is vital as a result of it instantly impacts passenger satisfaction and an airline’s total operational effectivity.
“Swift resolutions over claims like misplaced baggage, flight disruptions, or different inconveniences might forestall passengers from deciding on one other airline for his or her future journey plans,” mentioned Pawliszyn. “It’s essential for sustaining a constructive popularity and buyer loyalty.”